Service Desk Analyst – Level 1
Outline of Role:
The IT Service Desk Analyst – Level 1 will provide first line technical support within a 14x5 Mon-Fri environment. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of end users problems, which may range from straightforward to more complicated technical issues. The successful candidate will require an aptitude to create, modify, etc. access/rights to applications/systems. There is also a range of administration duties within this role.
Responsibilities
- 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones/iPads, Laptops, PCs, and Printers.
- Escalate unresolved calls to the correct support team as described within our corporate knowledge base.
- Receiving, logging, and managing calls from customers end users via telephone, chat, and email.
- Log all calls in the Service Desk Call Logging systems (BT and ServiceNow).
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Provide insight to call center stats when reached out from management.
- Provide feedback on support documentation to assist our ability to service requests from the customer.
- Basic Active Directory knowledge: viewing user accounts, check groups, etc.
- Basic knowledge of troubleshooting iOS phones and tablets.
- Effective queue and ticket management.
- Packaged Software install using remote access tools (LogMeIn and WS1).
- Use collaboration tools (i.e. Instant Messaging, Outlook, etc.) dealing with daily work.
- Communicate with clients and follow-up on all open and pending tickets.
- Escalate incidents to correct internal resources where necessary.
- Achieve first-call resolution (FCR) in a timely manner.
- Identify, communicate and document Company problems.
- Look for service improvement and ticket reduction opportunities.
- Ensure controls and policies are adhered to at all times.
- Maintain a clean and resilient operating environment.
- Meet and exceed metric requirements.
- Maintain technical knowledge to keep up with rapid changes in technology.
- Adhere to current policies and procedures.
- Take a proactive approach to clients requirements and identify recurring problems.
- Share and document ideas, solutions, improvements and process efficiencies with team.
Qualifications
- 2-to-4-year college degree in information technology or related field.
- Microsoft and Apple technical certification would be desirable.
Requirements
- Excellent communication skills and telephone handling etiquette.
- 2 years previous IT Service Desk experience.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 10 and O365 suite.
- Experience with using and troubleshooting O365 within a network environment (permissions, calendar sharing, and delegation).
- Experience using Microsoft Active Directory (view group memberships, shared drives access, policies, etc.), and Microsoft desktop applications (MS Office Suite, etc.).
- Knowledge of security technology, including local security, network security, application security a plus.
- Proficient with Microsoft Windows 10 and MAC (and newer/future) operating systems.
- Strong customer service, analytical, and problem resolution skills.
- Excellent interpersonal, written, and verbal communications skills at all levels.
- Ability to be a team player, with strong organizational & time management skills.
- Familiarity with Service Now (ITSM) will be an added advantage.
